Account & Data Deletion

1. Purpose

Vibe allows registered users to request permanent deletion of their account.

This page also acts as Vibe’s public web resource for users who no longer have access to the mobile app but wish to request deletion of their Vibe account and associated personal information.

Vibe is operated by Demon Cat Media Limited.

2. Delete your account through the Vibe app

If you can access your Vibe account, you can initiate deletion from the My Account section of the Vibe app.

Follow the account-management options and select the option to delete your account.

You may be asked to confirm the deletion because account deletion is permanent.

3. Request deletion without the app

If you have removed the app, cannot sign in or otherwise cannot use the in-app deletion option, you can make an external deletion request.

Email contact@vibelistings.co.uk from the email address associated with your Vibe account where possible.

Please provide enough information for us to identify the correct account. Do not send passwords or full payment-card details.

4. Identity verification

We may take reasonable steps to make sure that a deletion request has been made by the account holder or someone legally authorised to act for them.

Where additional verification is genuinely required, we will only request information that is reasonable and proportionate.

5. What account deletion removes

Subject to legal retention requirements, account deletion is intended to remove or anonymise account-linked information such as:

• the Vibe user account;
• profile information;
• account authentication records no longer required;
• saved billing or delivery addresses where they are not required as part of retained transaction records;
• user-specific account preferences;
• active account sessions or tokens; and
• other personal information held solely because the Vibe account remained active.

Temporary account suspension or disabling is not treated as account deletion.

6. Information we may still need to retain

Deleting an account does not necessarily mean that every record connected with a person can lawfully or practically be deleted immediately.

We may retain limited information where reasonably necessary for accounting and taxation, completed transactions, consumer-law obligations, refunds and chargebacks, fraud prevention, security, resolving disputes, establishing or defending legal claims, complying with another legal obligation or demonstrating that a privacy or deletion request was dealt with.

For example, an order record may need to remain within our accounting or transaction records even after the customer’s active Vibe account has been deleted.

7. Pending orders or refunds

If an account has an active order, pending delivery, refund, chargeback or unresolved customer-service matter, we may need to retain and use enough information to complete that process.

The account itself will not be kept active merely to avoid deletion.

8. Information held by independent third parties

Some information relating to use of Vibe may also be processed independently by third parties such as payment providers, Apple, Google, delivery companies or external ticket sellers.

Where those organisations act as independent controllers, Vibe cannot delete information from their independent systems on the user’s behalf. Users may need to exercise rights directly with the relevant provider.

9. Advertising and analytics information

Some analytics or advertising information may already have been aggregated, anonymised or separated from the Vibe account.

Information that can no longer reasonably be linked to an identifiable user is not personal information for the purposes of account deletion.

Where identifiable information remains under Vibe’s control and there is no lawful reason to retain it, it will be handled as part of the deletion request.

10. Backups

Deleted information may temporarily remain within secure system backups.

Backup copies are not used as active customer records and are removed or overwritten in accordance with our normal backup cycle.

If a backup has to be restored for legitimate disaster-recovery purposes, deletion controls should be reapplied where appropriate.

11. How long deletion requests take

We will deal with deletion requests without undue delay.

Where the request also constitutes an exercise of the right to erasure under UK data protection law, we will respond within the statutory period, normally one calendar month from receipt of a valid request or any information reasonably required to verify identity.

Where the law permits an extension because a request is complex or multiple requests have been made, we will tell the requester within the required period.

12. When deletion may be refused or limited

The right to erasure is not absolute.

We may retain specific information where data protection law or another legal obligation permits or requires us to do so.

If we refuse a data protection erasure request in whole or in part, we will explain the reason and provide information about applicable complaint rights.

13. Consequences of deletion

Account deletion is permanent.

Following deletion, you may lose access to your account, saved addresses, account preferences, order views within My Account and other information or features linked solely to that account.

Creating another Vibe account later does not automatically restore deleted information.

14. Privacy complaints

If you believe an account-deletion or data-erasure request has not been handled correctly, contact contact@vibelistings.co.uk.

You also have the right to complain to the Information Commissioner’s Office. Further information is available at ico.org.uk.

15. Contact